Fix a request that is stuck
Get a request moving again when an approver or owner couldn't be found, or what should have happened after approval didn't run.
Before you get started
Account owners can fix requests. Requests that need fixing are under Organisation, then Requests, with the Needs attention filter, and are counted on your Home page.
Open the request first. The step or the part that failed is marked, with the reason.
An approver couldn't be found
This happens when a step starts and Worknice can't work out who should approve it. The usual causes:
The approver is the Manager, and the person has no manager set.
The named approver can no longer be assigned work, for example they've left.
The approver is the person the request is for, who can't approve their own request.
The request was still sent, so nothing is lost. To fix it:
On the step, select Edit step.
Next to the approver that failed, either Reassign it to the right person, or Approve or Reject it yourself on their behalf.
Confirm.
In a step where any one approver is enough, the other approvers can still approve while you sort this out.
The owner couldn't be found
This happens when an approved request should be assigned to someone, such as the Manager, and there's nobody to assign it to. The request shows as In progress with no owner.
Reassign the owner to the right person. They're told straight away.
What should happen after approval didn't run
The request shows as Action failed, with the reason. This usually means the workflow it should add someone to has changed, or the responsible person on the template is no longer an account owner.
Fix the cause, then choose one:
Retry, to run it again.
Complete, if you've done it by hand.
Cancel, if it's no longer needed.
Stop it happening again
Check everyone a template can be about has a manager, if any step or owner uses Manager.
Check the template's responsible person and workflow are still right. See Create a request template.
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You're All Done!
The request is moving again, and you know what to check so it doesn't stall next time.
If you have any questions, please reach out to our support team at help@worknice.com or through the help section in Worknice.